Lightroom hangs Constantly (virtual copies & develop mode)

  • 2
  • Problem
  • Updated 3 years ago
  • (Edited)
Lightroom (latest cc version) crashes constantly. Especially when creating virtual copies of an image and switching to development mode. Sometimes it crashes after creating a virtual copy, then selecting the new copy, then hitting D to switch to development mode. Sometimes it crashes when I delete one of my virtual copies while in development mode. Sometimes it crashes when I'm not in development mode and I try to delete a virtual copy. When I say crash, it actually becomes unresponsive and Windows gives the standard (this program is unresponsive) message. It doesn't matter how long I wait. I just have to click on it, then click close on the Windows (this program is unresponsive) message.
Photo of Chad Slappey

Chad Slappey

  • 5 Posts
  • 0 Reply Likes
  • annoyed

Posted 3 years ago

  • 2
Photo of Chad Slappey

Chad Slappey

  • 5 Posts
  • 0 Reply Likes
Also when cropping in develop mode and then trying to switch images.
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 766 Reply Likes
Crashes and hangs/freezes (unresponsive) are two completely different behaviors. Please do not confuse them.

Crash: your car exploded.
Hang: your car won't start.

Which OS version are you using?
Do you have an AMD video card/GPU?
Photo of Chad Slappey

Chad Slappey

  • 5 Posts
  • 0 Reply Likes
As a programmer, I understand the difference, but I also understand that a program entering an infinite loop or falling into a deadlock on the main thread and never releasing control back to the user and the user losing the last action they performed is just as bad as a crash due to an unhandled exception. To the user, there is no difference.

In the end, they are both bugs that need to be fixed.

Windows 8.1 x64
Yes. ATI R9 290
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 765 Reply Likes
Most hangs/freezes are not permanent, and are due to event handling issues. They are very different behaviors from a crash, with very different severities, and should not be confused.

OK, so you may be hitting a known ATI driver bug, already covered in other topics in this forum. See http://feedback.photoshop.com/photosh...
Photo of Chad Slappey

Chad Slappey

  • 5 Posts
  • 0 Reply Likes
I didn't really mean to argue. I called it a crash because these are permanent. I left and came back 30 minutes later and still (Not Responding). I didn't honestly expect to get a response from a programmer, but I made the distinction just in case. To the average user and even tech support person, there is no difference. You are right though, when debugging It is very different from the behavior compared to a crash, but the severity is not really different if the program does not recover from a hang and data is lost.

I don't have Windows 10, but I do have driver 15.7.1 which was released recently. Maybe it has the same problem as 15.7. Could I test whether the GPU is the issue by turning off graphics acceleration in Lightroom preferences?
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 765 Reply Likes
To tech support, there absolutely should be a difference because they should know better. And again, most hangs can or will recover. Of course, if you accept people confusing different issues, then customers will get confused about the name of the issue. But even as a user, there is no reason to call a hang/freeze by the name of a far more serious issue (crash). It's like shouting "bomb" in the airport instead of "wait for me!"

Yes, try turning off the GPU for now and see what happens.
The ATI 15.8 beta driver is available and seems to fix the driver issue, but you may want to wait for a released version of the driver.
Photo of Chad Slappey

Chad Slappey

  • 5 Posts
  • 0 Reply Likes
Ha. We obviously have very different experience with first response tech support. I've had Dell tech support ask me what I mean by GPU and PSU. I've had ASUS tech support ask if a computer was plugged in after explaining that I was having a driver installation issue. I've had Charter second response tech support make me ashamed to be in the same genome. I've had tech support that is less than half as responsive as you guys (1 message a day) not read my support request at all and respond with complete nonsense. I half expected no one to respond to this and if I didn't put the word, "crash," into the title and the body a response along the lines of the following wouldn't surprise me: "I'm sorry to hear that your computer is freezing, unfortunately this is a Windows issue. Please contact Windows tech support." To my understanding, Adobe is a big company. In my experience, big companies have horrible first response tech support that will waist 30 min to 2 hr of your time before you ever get help, if you get help.

I've worked in IT and in custom software services and I can tell you with a high level of certainty that every user who has seen the (not responding) message followed by the window hazing over and presenting a message that the program has stopped responding with the options to wait or close has used the word crashed. So that is typical as well. Some eventually learn that there is a difference.

Once again, a crash isn't exactly more serious than a deadlock in code execution. Consider code in a multi-user database application that obtains a transactional lock on a table, then for whatever reason the hangs indefinitely, locking up the same thread as the database transaction. In this case, every application that tries to access that table will fail to do so. That would cause more chaos than failing to parse a string with a space, not handling the exception, and crashing.

With that said, I probably shouldn't begin a conversation with the assumption that the person who responds won't understand correct terminology or understand the severity without misleading words.

I tried disabling the GPU acceleration and it is working. It's more responsive now as well. Strange that I didn't have this problem until the past month or so. I will try the Beta AMD driver soon.

FYI, if you're curious, I would rank my experience here well above that of other companies whether big or small. Good response time, knowledgeable support.
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 765 Reply Likes
OK, apparently I usually deal with slightly higher quality tech support... But, yeah, certain cable companies' support comes close to your descriptions. And I've seen too many Genius Bar guys blame obvious hardware faults on applications (If I wanted lines that predictably bad, I'd go to a bar that serves alcohol).

Of course, we also have customers referring to DVDs as floppies, so maybe teaching correct terminology is a bit of an uphill battle...

OK, working with the GPU off makes pretty good evidence that the problem is the known ATI driver bug.

You can try the 15.8 beta, or leave the GPU off until ATI finalizes the release.

As for support praise.... um, well, here you're talking to a developer who's answering questions while waiting for builds to finish.